sales call

Sales call

Dr. Mohamed Mossad

Call Steps Salesman's Action Prospect's Decision

ProspectionFind / Identify /Qualify / Classify

/Categorize

PreparationAnalyze / Study / set objective

Plan / Define

ApproachSecure access / gain attention /

awake interest

Willing to see / to

listen

PresentationFind out needs / buying motives /

present benefitsWants / will benefit

ResponsesListen to responses / reactions/ buying

signalsUnderstands

Close Ask for order / commitmentNeeds / wants will

benefit

Post - call Follow through / evaluate

Steps of a Sales call

Evolution of the Sales Process

Prospecting Customer Retention

Pre-approach Pre Database/Knowledge management

Approach Relationship Selling

Presentation Marketing

Overcoming Objections Problem Solving

Closing Adding Value

Following‐up Relationship Maintenance

Steps of a Sales call

First Step

• Identify the target market • What segments exist in my territory?• Who are the potential buyers in these segments?

Steps of a Sales call

Second Step

Find the potential prospects:- Records Superior Observations Non – competing sales persons

Steps of a Sales call

Third Step

• Qualify the prospect:-• Needs • Financial ability• Buying decision • Potentiality

Steps of a Sales call

Fourth step

• Evaluate user status:-• Current user • Lapsed user • Competitor user • Non – user (of class)

Steps of a Sales call

Fifth step:

• Classify your prospect according to:-• Specialty • Potentiality • Adoption sequence

Adopters

Early LateInnovators: venture some Early

adopters: respected

Early majority: intentional

Late majority :skeptical

Laggards : tradition-bound

Age Younger Older

Education Well educated Less educated

Income Higher Lower

Adopter categories

AdoptersEarly Late

Social relationships:

within or outside

community

Innovators : within wide

experience

Others: more localities

Totally local

Social status Higher Lower

Information sources Wider variety, many media Limited media exposure,

rely on local groups

Adopter categories

Preparation

First Part:

• SMART Objectives:

Specific Measurable Ambitious / Realistic Triggering action / Decision

• Yardstick to measure your success:

Factor, data, etc. obtained from reliable sources

Preparation

Planning the call:

How do you want to proceed?

Find out best time to see customer Prepare Approach Questions / to uncover needs and verify assumptions Benefits to satisfy needs Responses to possible reactions Use of visual aidWays of closing / gaining commitment Preparation enhances confidence and lead to more sales

Planning your call strategy

How are you going to achieve your objective?

I. Finding out the best time.

II. List all of your products strong sales features, benefits, and your competitive advantages.

Planning your call strategy

How are you going to achieve your objective?

III. Analyze your competitors:

Who are your competitors? What are the strengths of your competitors? Why do people buy from competitors? What are their weaknesses? Why do customers buy from you and not from competitors? What are your competitors doing right? How can you imitate their success?

Preparation

Prepare:

Approach Questions to uncover needs and verify assumptions Benefits to satisfy needs Responses to possible reactions Use of visual aid Ways of closing / gaining commitments

Approach

Approach

Main goals:

To gain the prospect's attention To stimulate the prospect's interest To provide a smooth transition into the presentation

Approach

Three parts of approach

Introduce yourself and whom you represent The purpose of your call A question

Approach

Approach Techniques:

Referral Call objective Product or service benefit Buyer needs

Approach

Avoid negative "Suicidal" approach:

To apologize in the beginning To refer to last negative visit To start asking (How is business?) or (May I help you?) To begin with close-ended question

Approach

Approach Techniques:

Utilizing your call objective(s) Utilizing a prospect's needs (known or unknown) Utilizing a product and / service benefits

Approach

Approach Techniques:

Utilizing your call objective(s):

"Good evening Dr. Ali ,summer season is about to start.When do you need your next order of Parentral Infusions to coverthis season?“

"Good morning Mr. Salama I am calling on you today to talkabout the new Swiss watch. What are you looking for in a goodwatch?“

Approach Techniques:

Utilizing a prospect's needs (known or unknown)

"Good afternoon Mr. Ahmed. I am here today to find out whatis your requirement from us to increase the productivity of yourstaff?“

"Good morning Dr. Hassan I am calling on you today to solve theproblem of the expiry date. How many expired packs do youhave?“

Approach

Approach Techniques:

Utilizing a product and / service benefits:

"Good morning Mr. Saad. We offer a 120 days credit facility fororders placed prior to July 31St . How many packs would you like tohave?“

"Good afternoon Dr. Salwa. We are granting 20% free goodswhich mean an increase in your profit. How many packs wouldyou like to order?"

Approach

Presentation

Main Purpose:

• To "zero in" on the customer's needs / buying motives withthe features and benefits of our proposal (product).

• To be built on a positive two way communication.

Presentation

• First half of presentation:

To uncover customer's needs by effective use of questions.

• Second half of presentation:

To start matching product benefits with customer's needs / wishes in order to find the decisive buying motive.

Presentation

Second half of presentation:

We define:

• the feature of our product- what it is / has• as many benefits of our product as possible (6 buying motives!)

what it can do

We look for:

• the customer's buying motive and match our benefit with hisneed

You do not sell

FoodClothesBooksYour ticketComputerBlanketFurniture

Do Remember!!

But you sell the idea of

Tasty & healthy mealsAttractive appearanceInformationEnjoyment and fun Management & controlWarmthComfortable home

Practice Session – Products

It causes acid suppression

(F)

This promotion will lead to increased business results

(B)

It consists of a full range of dosages forms

(F)

The slow – release form improves patient compliance

(B)

Practice Session – Products

It is highly recommended by Prof. Hassan Hosny

(B)

Your product has a pleasant taste

(F)

It works within 10 minutes

(F)

This product can administered once daily

(B)

Thanks